The customer experience landscape is undergoing a significant transformation in 2023, with Artificial Intelligence (AI) emerging as the central driver of change.
CEM Africa, the region’s premier event dedicated to customer experience excellence, set to run in a week’s time, has been a firm favourite among CX experts, and this year, there has been a clear indication of what is on the top of people’s minds.
CEM Africa 2023, scheduled to take place in Cape Town, South Africa, will witness a unique convergence of industry experts, thought leaders, and practitioners, all gathering to explore the transformative potential of AI in the realm of customer experience. Attendees will delve into how organisations are harnessing AI to elevate their customer interactions and redefine the boundaries of personalisation.
Thanks to ZVA’s advanced metrics and robust analytics, the team could see where and how a customer finds help and redesign our workflows to move them toward a quicker resolution. An AI solution is a better option for monitoring customer feedback across surveys, emails, voice, chat, social media, review sites, and WhatsApp. Natural-language understanding has become so advanced that it can distil the content of human words into meaningful insights that include the sentiment and intention behind the words.
“Rather, first deploy AI and machine learning to backend environments where it can empower our people and automate processes.”
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